Unresolved Cancellation & Refund Dispute

Dear Afrihost Team, I am writing to lodge a formal complaint regarding my Afrihost account (A***) and the handling of my cancellation request. Please reference the following case numbers: UUP-***0, VGO-***0, and GRP-***2. On 10 March, Selinah, as well as Solomzi, that that my cancellation issue would be escalated to the accounts department and that the cancellation fee would be waived, with a full refund of the services I had paid for, including the delivery fee, installation and subscription fee. Despite this confirmation, I now have an outstanding charge of R249 for the collection of a router that did not work, which I refused to pay. This fee has not been waived or credited to my account. Furthermore, in your recent email response, you insisted that I process the cancellation via the ClientZone app, despite your earlier confirmation that I would be credited once the router was returned. I returned the router approximately three weeks ago, yet you have not refunded my account. Your website clearly states: “One month calendar notice is required for Fibre. You can cancel any point before 23:45 on the last day of the month and the cancellation will be effective at the end of the following month. After 23:45, the cancellation will be effective end of the month after.” I made it clear to your agent that I would not use ClientZone to cancel, as this would imply agreement to terms and conditions that are not applicable in my case. I will not be held liable for a month’s service fee when you failed to provide Fibre service beyond a single day and could not confirm when a technician would be available. Please review the call recordings, as every conversation was recorded. To add to the confusion, I received two separate WhatsApp messages regarding deliveries from Afrihost. On the first occasion, I informed the driver that I would not accept any delivery. On 25 March, I received another message from Courierit stating that a “CONVERGEX parcel from Afrihost has been successfully delivered,” even though I was not home. When I queried this with your agent Solomzi, I received no response. Additionally, your practice of sending new emails daily instead of responding to my existing correspondence has made communication extremely frustrating. Given the above, I request immediate resolution of the following: - Waive and credit the R249 collection fee. - Process the agreed refund for the router, subscription, and delivery fees. - Provide written confirmation that my account has been cancelled without further charges.

If this matter is not resolved promptly, I will escalate my complaint to the Consumer Protection authorities.

Sincerely Vanessa Nagel